Support Operations Manager

4 days ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 24,00,000

The Technical Support Team Lead position is a leadership role that oversees the daily technical operations of our customer support desk for CoCloud/Comsky and VPS offerings.

Key Responsibilities include:

  • Run daily stand-ups; manage queues, priorities, and escalations (L1→L2→L3).
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.

Technical Triage & Incident Management

  • Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.
  • Ensure clean handoffs to Infra L3 with complete context, logs, and timelines.

SLA, Quality & Tooling

  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.

Knowledge & Prevention

  • Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev.
  • Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).

Customer Communication

  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.

To succeed in this role, you should have hands-on experience with Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates, virtualization/cloud VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR, security/monitoring FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups. You should also be familiar with ITIL Foundation and have knowledge of Tools like ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.

You will be measured on several key metrics including SLA adherence, MTTR, reopen rate, CSAT, and runbook coverage.

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